Compensation and charges


We use service charges to recover the costs we incur in providing day-to-day services to your building, property or community. We work it out in such a way as to ensure that you pay a fair share of the actual cost of the services that you receive. If you are a leaseholder, you will also be liable to pay ground rent.


We want to provide you with the best possible service but you may feel you have suffered inconvenience, loss or disturbance. As a housing association resident you may have the legal right to claim compensation. 


For more information on compensation and charges you are liable for please see the relevant link below.

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Ground rent

As leasehold is a type of tenancy it is subject to an annual charge for use of the grounds on which the building stands. This is called 'ground rent'. It is a specific requirement of the lease and must be paid by the due date.

If you are a shared owner it is included in the rent that you pay us on the unsold equity of your home. Ground rent will be payable when you own 100% of your home (but we retain the freehold).

Service charges

We will recover any costs we incur in providing services to your property and communal area through service charges. These services may include, but are not limited to:

  • Lighting;
  • Grounds maintenance;
  • Cleaning;
  • Door entry phone systems;
  • Lifts.

The charge that you pay each year is used to cover the cost of the day-to-day services we provide to your building or community. We work it out to ensure that you pay a fair share of the actual cost of the services that you receive.

Details of what we can, and cannot, charge for, and the proportion of the charge to be paid by you, are set out in the general terms in your lease. The majority of leases require the cost of the service to be shared equally between all the properties benefiting from the service.

The cost of building insurance will be included in the service charge bill we send to you.


We will send you an estimated service charge statement of your account every April. Your statement applies to your property and will be sent to the contact address you have given us.

Your statement will show the services you will be charged for in the the coming year. Most of the costs for services are shared out equally between the numbers of properties benefiting from the service. For example, if the property is in a block of six and the cost of repairs to the block is £300, each leaseholder pays £50 towards the repairs. Any costs that relate specifically to your property will be payable by you.

Because we can only estimate how much we are going to spend on maintaining your block in the coming year, we calculate the amount you will have to pay by referring to previous years. At the end of the year we work out the actual cost for each block and the share for your home.